Playstation Customer Service Issues

Archive 97

The following are issues that customers reported to GetHuman about Playstation customer service, archive #97. It includes a selection of 20 issue(s) reported March 30, 2020 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
Hello, I hope you are well. On March 24th, I received an email from PlayStation stating that my sign-in ID (email) was changed for my PSN account, which I did not authorize. Now I am unable to access my account as the sign-in ID has been altered. My online ID or gamertag is greasenglory13. I have attempted to seek assistance from PlayStation's support website; however, the bots were unhelpful. The live chat feature is disrupted due to staff availability, and I cannot find a phone number to contact them. I simply want to regain access to my account as I did not confirm or initiate the change to my sign-in ID. This issue is preventing me from using my PS4 as usual. Thank you.
Reported by GetHuman-joshalar on Montag, 30. März 2020 17:39
I have downloaded all the add-ons for Fallout 4 and have been using them for a while. Recently, after saving my game and shutting down my system, I encountered an issue where upon trying to load a previous save, I received a warning about certain items not being available, listed in gibberish. The in-game workshop items that came from the DLC were missing, although quests were still listed, I couldn't continue them. I am concerned about the disappearance of this content and would like a refund for my purchases if they cannot be restored. I attempted troubleshooting by restarting the system, restoring licenses, and re-downloading all the DLC, but the issue persists. Notably missing were storage items with in-game items inside them. I would appreciate a prompt response addressing this issue. Thank you.
Reported by GetHuman4556442 on Dienstag, 31. März 2020 04:31
Hello, I have been experiencing issues with fraudulent charges on my card from various sources in the past month. It has been challenging to handle. One of these charges was $50 from the Playstation Network that I did not authorize. Due to Covid-19, all chat support centers and phone lines are closed, making it difficult to reach out directly regarding the charge. Fortunately, my bank promptly refunded the charge. Regrettably, I was unaware that this action would breach Playstation's terms of use, resulting in the permanent suspension of my account! I am hopeful that there is a way to resolve this issue and potentially restore my account, as it appears even my NBA 2k account has been reset. Please respond at your earliest convenience. Thank you, Quin
Reported by GetHuman4565634 on Mittwoch, 1. April 2020 16:04
I purchased a standard version of a game approximately 20 minutes ago because there were supposed to be 9 or 10 free DLCs in the PlayStation store, which seemed like a great deal. However, after buying the game, the DLCs suddenly showed prices between $5 and $9 each. Realizing the standard version is not worthwhile without these DLCs, I stopped the download at around 10%. Despite attempting a refund through PlayStation's bot, it redirected me to speak with a person for further assistance. Unfortunately, no one was available, and the conversation abruptly ended without providing any opportunity to leave a message or confirm future contact or resolution. I am interested in acquiring the ultimate edition of the game, which includes most of the desired DLCs, but I cannot afford both versions. I am seeking a refund to cover the cost difference. Despite Sony's requirement to speak with a representative online, their phone line disconnects immediately. Is there any way to resolve this issue?
Reported by GetHuman-newrew on Mittwoch, 1. April 2020 19:47
I own a PlayStation 4. This morning, I tried to log in, but found I had been logged out. When I attempted to sign in, my email and password didn't work. After checking my emails, I discovered someone had accessed my account, made 15 purchases, and changed the login information. Sony sent me a confirmation of the email change. I've already canceled my credit card and reached out to Sony support, but the 1-[redacted] number is not available, and the live chat is not working either. I really need to get my PlayStation account back. Thank you.
Reported by GetHuman4574188 on Donnerstag, 2. April 2020 21:00
Hello, I'm seeking assistance for my younger sibling who informed me about his compromised PlayStation account. We have been attempting to recover the account, reset the password, but have encountered issues receiving the recovery emails. Despite being informed that the emails were sent, they are not showing up in any folders, not even in the spam folder. We are uncertain where these emails are being directed. Additionally, my brother mentioned that unauthorized purchases were made for two PlayStation games. Upon reviewing his bank statements, two purchases from PlayStation on Jan 27, [redacted], were identified. Since he was unable to access his PSN account at that time, he did not authorize these transactions. A password change confirmation email was received before he lost access, but he disregarded it assuming it was a mistake. I am struggling to sign in to his PlayStation account with the correct code, which appears to be incorrect. Changing the password is also proving difficult. It seems likely that someone has taken control of his account and altered the email associated with it. Any assistance would be greatly appreciated.
Reported by GetHuman-ax_lace on Donnerstag, 2. April 2020 21:49
Hello, I was recently informed by my younger sister that she couldn't access our shared PlayStation account. When I tried to log in, I discovered that the account was suspended. As a live streamer who relies on Twitch for income, especially during this lockdown, it's crucial that this issue is resolved promptly. I have now prohibited my sister from using the account or device. My username is crispus-gaming, and my full name is Mike Mulvanny. I would be extremely grateful if the suspension could be lifted. Thank you for your assistance.
Reported by GetHuman-mulvanny on Freitag, 3. April 2020 15:29
I recently visited a local Kroger Grocery Store on 3/28/20 and bought a $25 Playstation Store gift card along with other items. Unfortunately, I left the bag with the gift card at the store. The store told me no one had returned it. Following advice, I contacted Kroger Corporate customer service at [redacted], where an associate named Anthony asked for my payment details and helped me with the entire Playstation card number. He advised me to contact Playstation at [redacted] for assistance with canceling the card or requesting a refund. When trying to reach Playstation, I found they were closed due to staffing issues and couldn't connect via chat either. I'm seeking help as the gift card was intended for my grandson. Can you assist in canceling the card and reissuing a new one or processing a refund? Case: [redacted].
Reported by GetHuman-sphawh on Samstag, 4. April 2020 02:22
Hello, I've encountered issues with my PlayStation recently that are troubling me. Upon starting my PS4, it prompts a system storage check and displays the message "Cannot Start the PS4. Connect the DUALSHOCK 4 using the USB cable, and then press the PS button." I followed the instructions and was then instructed to "Connect a USB storage device that contains an update file for reinstallation for version 7.02 or later. You can download the update file for reinstallation from playstation.com," with "Safe Mode" appearing in the corner. Despite already having version 7.02 and the associated features like increased party size, I downloaded the update file and tried to install it from a USB drive. Unfortunately, I encountered errors such as "error occurred," "the file is corrupted," or "cannot connect with the USB device." Eventually, I opted for the "Complete system software update," knowing it would delete all users and data. I am seeking insight into why this issue arose and whether there's a way to recover my users and data post-deletion, especially concerning my PS Plus subscription and stored games. I appreciate any assistance or guidance you can provide.
Reported by GetHuman-nmurrayk on Samstag, 4. April 2020 16:39
I am requesting a refund as I did not authorize the withdrawal of $[redacted].43 from my bank account by PlayStation. When setting up my account, it was stated that it would be a one-time charge, and any additional withdrawals should have triggered notifications for me to approve. For each transaction, like purchasing a gift card, I am accustomed to receiving a text message confirmation. I want to halt these payments immediately, but to do so, I need my funds returned. My order number is [redacted]00, my online name is charlesparker123, and my name is Jacqueline Parker/Farmer. I have two case numbers: [redacted]4 and [redacted]. I was informed that PlayStation would contact me within 5 business days, but I have not received any messages. Kindly process my refund promptly. Thank you.
Reported by GetHuman4572343 on Sonntag, 5. April 2020 18:56
I am facing an issue with being charged for Call of Duty: Modern Warfare, which does not work after downloading. I requested a refund from my credit card company due to the lack of assistance from PlayStation. Unfortunately, my PlayStation account got banned for seeking a refund. I tried contacting customer service through calls and chat but to no avail. I even purchased a year subscription that is now blocked. Despite the game not working, my credit card company reversed the charges, but I remain banned from PlayStation. This situation feels like I am being deceived and robbed.
Reported by GetHuman4539453 on Sonntag, 5. April 2020 22:30
Hola, Buenos días, mi nombre es Juan Carlos. El sábado 4 de abril de [redacted], alrededor de las 17:40, estaba jugando en la PlayStation con amigos cuando de repente me desconectó y pidió que ingresara mi contraseña de nuevo. Luego solicitó un código de verificación en dos pasos, algo que no había activado. Cambié la contraseña rápidamente y vi un número terminado en [redacted] en esa verificación en dos pasos, el cual nunca antes había puesto. A través de la pregunta secreta, pude cambiar la contraseña, pero todavía me pide el código de verificación en dos pasos. No logro eliminar el número de teléfono incorrecto y desconocido que impide que acceda a mi cuenta. Solicito ayuda del departamento técnico de PlayStation Network para resolver esta situación. Es una cuenta que tengo desde hace muchos años y nunca me había enfrentado a este problema. Gracias.
Reported by GetHuman-ajsm on Montag, 6. April 2020 10:56
While my friend was using my console to play "Destiny 2," he got into a heated argument with another player after a bad game. Later, I found out and addressed the issue with him. I had planned to apologize to the other player, but didn't get the chance. Recently, when I was about to play, I was surprised to see a notification that my account had been permanently banned. I have invested a lot of money into this account and I desperately need it back. I believe my friend's actions are the reason for this ban, not mine. I am pleading for assistance in appealing this decision. Thank you for your help.
Reported by GetHuman4591767 on Montag, 6. April 2020 14:08
I am having trouble reaching PlayStation support through chat or their phone line. I am trying to request a refund for a charge that was made two days ago. The "Refund bot" puts me in a queue for over an hour without any progress. I attempted to call at 3:10 pm Pacific time, but they are closed due to being understaffed. I am becoming frustrated as "gethuman" advises me to contact Sony, but the suggested phone number is not answered. Sony's message states they are short-staffed and unable to answer calls, directing customers to the FAQs. Additionally, the chat feature has put me in a queue for over 9 hours without any response. I need assistance.
Reported by GetHuman4595901 on Montag, 6. April 2020 22:18
I wanted to share that my main PSN account was hacked on my ps4 for the second time. I am realizing now that it might be due to a weak password and not using it frequently. On March 4th, [redacted], I got a notification from Playstation about a sign in ID change that I didn't authorize. I've been attempting to reset the password from my ps4 to my linked email, but I'm not receiving the password reset links in my inbox. I also faced issues with the security questions when trying to send the links to other email addresses. Although ([redacted]) is my email, my ps4 isn't set as the primary one because I shared ps plus with my cousin after they helped me the first time my account was hacked. Even though I can access the linked email, the password for my PSN account is different. I tried calling with no success and the bot directed me to speak with a live agent, which is my last resort. I appreciate any help to regain access to my account.
Reported by GetHuman-jokurule on Dienstag, 7. April 2020 19:27
While downloading some updates recently, I encountered issues with my PS4. After putting it in rest mode overnight, it wouldn't turn on the next day and had an orange light. To resolve this, I entered safe mode and restored default settings, which allowed the console to turn on and update the games. Subsequently, when attempting to turn it on again, it would only display the welcome back screen and not respond to the PS button. I tried restoring default settings from safe mode again, but now it's stuck on the "connect controller" screen. I'm hesitant to initialize the console due to the numerous save files I have accumulated. Additionally, I tried the rebuild option from safe mode and updated to version 7.02 through that mode as well. Any assistance would be greatly appreciated.
Reported by GetHuman-iluvth on Donnerstag, 9. April 2020 03:02
Subject: Account Suspension Inquiry Dear Sony, I am writing to address the recent suspension of my account. Upon attempting to log in today, I was notified that my account has been suspended. I followed the instructions to check my email for further details, however, I have not received much clarity on the matter. Due to the challenges posed by Covid-19 and my demanding work schedule at the hospital over the past six days, I have been unable to access my PlayStation during this time. My brother, who had access to my account, is equally perplexed as to why this action was taken. I would greatly appreciate any assistance you could provide in resolving this issue as I am quite distressed trying to ascertain the cause of the suspension. Thank you for your attention to this matter. Sincerely, [Initials]
Reported by GetHuman-zakellio on Donnerstag, 9. April 2020 11:57
I'm having difficulty signing back into my PS4 because I no longer have access to the phone I used to set it up initially. Last night, I reset my email and forgot to update the phone number linked to the account. I've exhausted all the options in the knowledge center and feel stuck. I was hoping for assistance in obtaining a backup code or some alternative method to regain access to my PlayStation. My games have been a source of comfort for me during these challenging pandemic times, and I truly appreciate any help you can provide.
Reported by GetHuman-thekeega on Donnerstag, 9. April 2020 14:51
I had an argument with my girlfriend, and she went on my phone to send embarrassing messages and pictures to random people in a group chat to mock me. A member she dislikes reported me, and now I received a message about my account being suspended for 30 days from 04/08/[redacted]. This situation was caused by her actions, not mine. I have ended the relationship due to her lack of respect for me and my friends. Can you please investigate this issue and clarify why the suspension start date is specified as 04/08/[redacted] if it is for 30 days? Thank you for your assistance.
Reported by GetHuman4611589 on Donnerstag, 9. April 2020 15:46
I am on a mission to unlock all of the achievements in Minecraft. I've had Minecraft for a long time, but when the new update was released, my PS4 made me re-download the game. There is a specific achievement called "Over Kill," which requires hitting a mob for exactly 9 damage. To do this, I need access to the original tutorial world. Some long-time players seem to have the earlier version of Minecraft, but I cannot find it even though I've had the game for a while. I am hoping someone can assist me in getting the earlier version of Minecraft so I can complete this achievement. Thank you.
Reported by GetHuman-thefishy on Donnerstag, 9. April 2020 19:33

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